Lauren Philander
Shift Supervisor
Cape Town
Summary
Experienced customer service professional with 11 years of experience as a liaison between consumers, colleagues, higher management, and the business. Skilled communicator and listener with a talent for resolving conflict and strong organizational skills for efficient service delivery. Maintains the highest level of integrity, committed to delivering dependable and friendly service while upholding the organization's reputation and standards.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
SHIFT SUPERVISOR
Digital outsourcing services
02.2024 - Current
- Handled real-time issues, monitored attendance, and led by example to maintain standards.
- Tracked query volumes, identified trends, and escalated issues to relevant parties.
- Assigned tasks based on priorities and kept stakeholders informed of operational issues.
- Led shift huddles to brief the team on priorities, issues, and best practices.
Customer Service lead
Digital outsourcing services
06.2021 - 05.2024
- Proficient in maintaining data base, providing administrative support and producing monthly performance reports and conducting regular audits to identify areas for improvement/adjustments accordingly.
- Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently.
- Creating reports on customer feedback or satisfaction to help improve the customer service experience over time.
- Developing and implementing process improvements to increase efficiency in customer service operations.
VIP/Priority support host
Digital outsourcing services
07.2020 - 06.2021
- Handling various tasks and resolving client issues in a rapid manner.
- Customized customer experience for the best relationship in the long run.
- Created, edited, and altered customer service strategies and procedures to best deliver a satisfying experience for all customers and the business.
Customer service host
Digital outsourcing services
08.2016 - 06.2020
- Fulfilled and exceeded customer satisfaction goals in a consistent manner.
- Helped tutor new customer service associates after hiring and during seasonal upticks.
- Processing targeted number of incoming calls per day, professionally resolving complaints in a friendly manner.
Customer service Advisor
WNS
06.2012 - 07.2016
- Assisted international (UK) customers with their billing, confidential information updates.
- Politely addresses any customer’s complaints, escalation to management only when necessary.
Customer service Advisor
Vodacom
10.2010 - 06.2011
- Assisted customers with all concerns, including replacements, refunds, returns, and service warranties.
- Listened, diagnosed and resolved technical issues guiding users through step by step solutions.
Customer service Advisor
Teletech
07.2009 - 10.2009
- Helping customers by answering questions, resolving problems, and providing information about products and services.
- Provided prompt customer support with a professional friendly and patient attitude.
Education
Marketing - Customer Service, Introduction To Marketing, Introduction To Consumer Behavior, Introduction To Marketing Communications, Introduction To HR Management, Fundamentals of Public Relations, Personal Selling, Fundamentals of Branding, Fundamentals of E-Marketing, Ethical Information And Communications
Unisa
Matric - Business
Gardens Commercial
Cape Town, South Africa12-2008
Skills
Organization
Time-management
Adaptability
Attention to detail
Willingness to learn
Strong decision making
Problem solving abilities
Initiative
Activities
- Event planning and organization.
- Spending time at the beach, biking, yoga, dancing, and traveling.
- Participating in charity events, including food donations for stray dogs and helping the less fortunate.
Timeline
SHIFT SUPERVISOR
Digital outsourcing services
02.2024 - Current
Customer Service lead
Digital outsourcing services
06.2021 - 05.2024
VIP/Priority support host
Digital outsourcing services
07.2020 - 06.2021
Customer service host
Digital outsourcing services
08.2016 - 06.2020
Customer service Advisor
WNS
06.2012 - 07.2016
Customer service Advisor
Vodacom
10.2010 - 06.2011
Customer service Advisor
Teletech
07.2009 - 10.2009
Marketing - Customer Service, Introduction To Marketing, Introduction To Consumer Behavior, Introduction To Marketing Communications, Introduction To HR Management, Fundamentals of Public Relations, Personal Selling, Fundamentals of Branding, Fundamentals of E-Marketing, Ethical Information And Communications
Unisa
Matric - Business
Gardens Commercial